Part of The Breckland Alliance with School Lane Surgery and Watton Medical Practice
Feedback
114 responses from the local community
Prefer more face-to-face appointments
5
Submitted by collected by Healthwatch Norfolk staff9th December 2024
Today was brilliant but there are occasions when I get a little bit frustrated. I know Covid changed the way we look at things, sometimes getting a face-to-face appointment is difficult. Talking today to the nurse helped me feel better, gave me reassurance. I've had phone appointments in the past and you sort of get what you want from it but unless you make notes ahead it can be hard to get all your information across. Also they can't see your problem over the telephone, they can't understand properly what the problem is. We all have to accept the way the world has changed.
Submitted by Feedback collected by Healthwatch Norfolk staff28th November 2024
I call I get an appointment with no problems. I also get my medication when I need it and I have no complaints. The reception is good and they always help me.
Submitted by Feedback collected by Healthwatch Norfolk staff28th November 2024
Once you are in it's absolutely great and I have had no issues today. In fact the doctor I saw was comforting and it was great. However getting an appointment seems difficult. It seems there is no way of booking an advance appointment or a non urgent appointment. I tried to book an appointment online and to start with I clicked on the wrong form and filled it in expecting a response. When I found the correct form I filled it in and then received a text message from the doctor asking me to send photos. However there did not appear to be a mechanism to send the photos. The only way I was able to upload photos was by going back to the form and starting again and including the photos. This meant that by the time this was all completed I had missed the appointments for the day. I then had to wait for a week to be seen as I was going away. I consider myself to be good and very confident online and I don't think the website is clear and needs tidying up. It's not clear or obvious where to go for what you need.
Submitted by Feedback collected by Healthwatch Norfolk staff28th November 2024
You just can't get an appointment. It's so difficult to get an appointment. I've tried online to get an appointment for something that is not urgent but there is nothing before Christmas so came down the surgery today to check. Apparently there are no other appointments they can offer me today so I've been told to call back in the morning for a same day appointment tomorrow even though it is not urgent. The staff are fine it's just the process of getting an appointment that makes it not good.
Submitted by Feedback collected by Healthwatch Norfolk staff28th November 2024
I can make appointments and most of the time it's quite good. Sometimes they are a bit late when you get here and you have to wait, but I understand there can be emergencies. I use the online form to get an appointment and it seems quite quick and I'm okay with it. I had a good experience with them in October when I didn't feel well and was in a lot of pain. I spoke to them over the phone and they told me to go to the hospital.
Submitted by Feedback collected by Healthwatch Norfolk staff28th November 2024
There seems to be no opportunity to get a face to face appointment. My husband was supposed to have annual check ups after a medical incident and since COVID they have only been over the phone. I also had an infection diagnosed over the phone without being seen and I have no idea how they were able to do this for sure without actually seeing me. If you come down to the surgery there is no one in the waiting room so it doesn't appear to make any sense. However I will say it can be good too, when you speak to staff they are kind and once they were very responsive and got me in quick.
Submitted by Feedback collected by Healthwatch Norfolk staff28th November 2024
Really good, everyone is so friendly and helpful. I rarely need an appointment but getting one can be a bit frustrating. I don't understand why there are no in person appointments because when you come down to the surgery the waiting room is nearly empty. Most of the appointments I've had have been on the phone. We seem to have lost that personal touch. Somethings you just can't tell over the phone. Also sometimes you just need to have a conversation face to face. They are lovely on the phone but something is definitely missing, I need a face to face conversation to improve my understanding of the treatment I am getting.
Call in pain to see a doctor wow I was told that I need to have my paperwork translated to go back to Ukraine and get it done wow, I am English. I couldn't even get to see a doctor,I wasjist prescribed pain killers without seeing me,
I was then transferred to physio and they couldn't help me OMG they didn't know anything.I have 3 discs that are touching my nerves,
2 weeks later I asked for a note for work they said are you not fit for work again OMG yes I'm happy to goto work but I can't do my job.
I have now moved and the new practice is really good now I'm getting somewhere, they have changed my medication as I was told that what they had prescribed me won't touch th pain.
Do they know what they are doing I don't think so.
I have put a complaint to the practice
Submitted by Feedback collected by Healthwatch Norfolk staff31st January 2024
When you phone in the morning it is difficult to get an appointment and then the appointment is for 2 weeks time. The staff are ok and helpful when you see them. I also don't understand why the doctor has to ring you back to see whether you are suitable to be seen. Also if you bring a urine sample to the surgery you have to wait for a doctor to sign it off- I think it would be better for a nurse to do it as it takes the doctor about half the day to do it. I was told that I couldn't wait at the surgery and that I would need to go back once the prescription had been signed, but this is hard for me as I find it difficult to travel to the surgery.
Reply from Grove Surgery
Dear Patient. I am sorry to hear that you have had a poor experience with our practice. This is not what we expect. If you wish to discuss this further please contact me. I will be happy to listen to the telephone call and feedback as necessary. It is really important that patients provide both positive and negative feedback so we can use it for constructive training and learning. I look forward to hearing form you. Kind regards Tina Patient Services Manager